High Touch Engineer - R&S - XR/XE.
San Jose, Costa Rica
hace 3 días

The Business Entity

Cisco seeks a High Touch Engineer (HTE) whose role is providing in depth R&S and XR / XE expertise to SP customer.

The Team

It is a technical expert in a broad area covering multiple technologies. Applies expected product behavior across industry practices and knows how the technology is expected to work.

Fosters strong working partnerships with members of the Cisco Services Delivery team, key customer stakeholders, Cisco Account / Sales team, internal engineering departments and the broader services organization to achieve significant results.

Works on problems of diverse scope where analysis requires evaluation of identifiable factors. Acts as the primary technical support person for large account network problem resolution.

Provides support on a world-wide basis.

Role & Responsibilities

  • Provide Network Problem Resolution, Root-Cause Analysis, IOS Software Referral assistance as per contracted agreement with named customer.
  • Earns the confidence of customers and is able to use the confidence to achieve results. Collaborates with Engineering on complex product and software issues, driving resolution of specific bugs.
  • R&S, SP technologies.
  • Provides systems / product training. Provides guidance & leadership to less experienced engineers.
  • Solves extremely complex problems where analysis requires in-depth evaluation of factors with imaginative and innovative troubleshooting and experimentation as well as evaluation of intangible variables.
  • Lead technical weekly case reviews with your region's client support and engineering teams. Lead case resolution with emphasis on high severity by coordinating right technical resources.
  • Provide technical / operational input to regular reviews on activities and deliverables provided, as well as observed technical symptom trends, remediation, and other related topic.
  • Periodical customer visits.
  • Minimum Qualifications

  • Bachelor’s degree in engineering (Telecommunications Engineering, Computer Science, Electrical Engineering)
  • 10 years' experience in networking / telecommunications industry.
  • CCIE R&S or SP
  • At least 5 years' experience troubleshooting Routing / Switching and XR / XE across Cisco platforms.
  • Excellent Executive presentation, communication / interpersonal engagement skills.
  • Strong analytical and troubleshooting skills
  • Proven crisis management skills, and the ability to excel under pressure.
  • Fluent English language skills.
  • Fluent Spanish language skills
  • Highly Desired Skills

  • Excellent written and verbal communication.
  • Demonstrated excellence in customer-interaction, assertive leadership.
  • Ability to function effectively in ambiguous circumstances. Key involvement in CA and cross-functional teams to resolve major customer issues.
  • Leads team collaboration extending beyond workgroup.

  • Strong routing & switching and XR / XE knowledge, as this position will primarily focus on supporting Cisco's routing & switching products.
  • Strong documentation skills - to be utilized for case management, knowledge capture, defect management and trainings.
  • Very strong problem solving skills.
  • Ability to drive recreates remotely Many issues result in the engineer needing to perform a recreation of the customer problem in order to isolate the issue and resolve.
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